Vice President of Experience

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average? If yes, then this is the job you're looking for ,webook.com is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales. Position Overview The Vice President of Experience will lead the strategy and execution of exceptional customer experiences across all touchpoints, driving innovation, aligning cross-functional teams, and enhancing user satisfaction to solidify the company’s position as a customer-centric digital leader. Key Responsibilities : Strategic Leadership - Drive the overall customer experience strategy and vision across all touchpoints - Lead experience transformation initiatives across the organization - Build and maintain relationships with key stakeholders - Develop and manage experience-related budgets and resources - Stay current with industry trends and best practices Team Management - Lead and develop teams of designers, researchers, and journey specialists - Build, lead and scale customer support teams across multiple channels - Create and maintain customer service training programs - Develop and oversee customer research initiatives Experience Framework & Standards - Create and maintain a unified experience framework - Establish and track key experience metrics and KPIs - Create and maintain experience guidelines across platforms - Drive personalization strategies - Champion voice-of-customer programs Customer Support Operations - Develop and manage customer care strategies - Establish customer service standards and policies - Monitor and improve customer satisfaction metrics - Create and maintain support documentation - Lead support innovation initiatives Technical Implementation Support Tools & Technologies - Design and deploy AI-powered chatbot solutions - Implement automated ticket routing systems - Develop self-service knowledge bases - Integrate omnichannel support platforms - Optimize CRM and help desk systems Advanced Support Technologies - Create conversational AI strategies - Deploy intelligent virtual assistants - Implement sentiment analysis tools - Develop proactive support mechanisms - Integrate support analytics systems Journey Mapping Expertise - Map and maintain B2B and B2C journey maps - Optimize touchpoints across customer journeys - Conduct multi-stakeholder journey orchestration - Implement journey analytics frameworks - Create experience flows and service blueprints Cross-functional Collaboration - Partner with Product, Engineering, Marketing, and Operations - Align experience strategy with business objectives - Implement feedback loops across organization - Translate journey maps into business improvements Requirements - 10+ years of experience in customer experience, user experience, or related field - 5+ years of executive leadership experience managing cross-functional teams - Proven track record of implementing successful experience excellence strategies in digital products - Experience with experience measurement tools and methodologies - Strong background in user research, journey mapping, and service design - Deep understanding of omni-channel digital platforms, particularly in SaaS and ecommerce - Experience with experience optimization and personalization technologies - Strong analytical skills with ability to translate data into actionable insights - Excellence in stakeholder management and executive communication - Track record of building and scaling experience teams - Bachelor's degree required, Master's preferred in relevant field - Experience in highly regulated industries is a plus - Demonstrated success in driving organizational change - Strong presentation and public speaking abilities - Experience with agile methodologies and design thinking approaches